Customer Experience Manager (MedTech)

Location: Irvine, California, United States of America; onsite role with up to 25% domestic travel

Salary: $102,000–$177,100 base pay per year

Company

Johnson & Johnson MedTech develops healthcare technologies and electrophysiology solutions for the treatment of atrial fibrillation and other cardiac arrhythmias.

What you will do

• Lead the MedTech Electrophysiology technical and clinical support call center, including customer service calls, technical support, and complaint intake.
• Set and achieve service-level agreements, performance metrics, customer satisfaction goals, and operational budgets.
• Lead critical issue resolution, collect problem and configuration data, analyze trends, and improve remote troubleshooting and resolution rates.
• Manage customer experience improvement projects, operational process changes, systems changes, and potential outsourcing initiatives.
• Monitor call center systems, client databases, and relevant networks while providing first-level technical troubleshooting.
• Manage Clinical Service and Customer Service Representatives, allocate resources, conduct performance management, and coordinate with Quality, Training, field service, and commercial teams.

Requirements

• Bachelor’s degree required, preferably in a STEM field; an advanced degree is preferred.
• At least 5 years of business experience and 3 years of experience in a customer service environment.
• Experience leading projects, developing project plans, assigning tasks, creating recommendations, and gaining partner consensus.
• Proven leadership experience with strong presentation, oral, written communication, and cross-functional collaboration skills.
• Basic understanding of voice or data technology required; deeper knowledge of either technology is preferred.
• Technical call center environment and call center systems experience are highly preferred.

Nice to have

• Advanced degree such as MS, MA, MBA, or PhD.
• Project management or process improvement experience.
• In-depth knowledge of voice or data technology.

Culture & Benefits

• Inclusive work environment guided by Johnson & Johnson’s Credo and leadership principles.
• Participation in pension, 401(k), and long-term incentive programs, subject to plan terms.
• Paid vacation, sick time, holidays, personal and family time, parental leave, caregiver leave, bereavement leave, volunteer leave, and military spouse time off.
• Equal opportunity employment and an accommodation process for applicants with disabilities.